Pontins 'blacklist' saw guests with Irish surnames banned from booking
Pontins has been served with an unlawful act notice after an investigation uncovered multiple instances of race discrimination against Irish Travellers at its holiday parks.
The Equality and Human Rights Commission (EHRC) found the operator, which is owned by Britannia Hotels subsidiary Britannia Jinky Jersey Limited, had committed several breaches of the Equality Act.
The investigation found Pontins had drawn up a list of common Irish surnames labelled as ‘undesirable guests' and instructed staff to decline or cancel bookings made under those names.
Call centre staff were told to listen for Irish accents to identify Travellers and prevent them from booking,
Pontins also maintained a ‘banned guest' list containing people the company suspected of being Irish Travellers and their associated family and friends.
The holiday park operator also introduced rules requiring guests to appear on the electoral register, a move which was found to be discriminatory against Travellers, who are less likely to be on the register.
The practices were originally revealed by a whistleblower, who shared the list of ‘undesirable guests' with the EHRC in 2020.
This led to the equality watchdog entering into a legally binding agreement with Pontins in 2021 to end the practices and prevent further discrimination.
However, after Pontin's failed to comply with the agreement, the EHRC terminated it in 2022 and launched a formal investigation.
Baroness Kishwer Falkner, chairwoman of the EHRC, said there was a "culture of denial" over race discrimination at Pontins.
"We remain deeply concerned about these discriminatory practices," she said. "They were instigated and supported by senior managers and their leadership failed to take any action or accept corporate responsibility."
The EHRC's recommendations to Pontins include issuing an apology to the Gypsy and Irish Traveller communities, removing the checks on electoral rolls, and committing to a zero-tolerance approach to discrimination.
Chris McDonagh, campaigns officer at Friends, Families and Travellers, said: "It is deeply saddening that Irish Traveller people have become so used to hate and prejudice that the Pontins ‘blacklist' did not come as a surprise.
"Whilst we are certain that Pontins are not the only ones operating such discriminatory policies, we welcome the EHRC's investigation and commend the whistleblower's principled stance.
"Everyone deserves to live free from hate and prejudice."
Pontins has closed three of its holiday parks in Southport, Prestatyn and Camber Sands in the last three months.
The business, founded in 1946, was bought out of administration by Britannia in 2011 when it had six sites. Only two resorts now remain: Pakefield Holiday Village in Lowestoft and Sand Bay Holiday Village in Weston-Super-Mare.
Britannia Jinky Jersey Limited told the Guardian: "We are in the process of reviewing the unlawful act notice and investigation report from the EHRC.
"The specific incidents reported by the EHRC are historic issues predating 2018. The call centre where the incidents took place has closed and the majority of the staff involved have now left Pontins.
"We apologise to all who may have been affected. Pontins is committed to ensuring ongoing compliance with the Equality Act 2010."
Britannia has been contacted for further comment.
